Friday, March 18, 2005

Even AirTel toDe won't stand in my way

This ain't no gripe! I've been getting more and more impressed with the service of my mobile/landline operator... here's a story.

I'd called my phone companys customer care in Feb sometime from my mobile to ask about something to do with my landline. They told me I'd have to call on the landline customer care number. Since customer care is a free call, and I felt like messing around a bit, I said "but you're one company, you shouldn't tell me to call on another number. You should transfer the call rather than make me pay for being kept on hold for 20 minutes", to which I got a response "Sir, it's a free call from your mobile".

I jumped at the bait she'd dangled in front of me, put her on hold, told her I'd just start recording the conversation and started. Got her to repeat what she'd said before and told her that if I saw the call charged on my bill I'd use the recording. She said that was just fine and I put the phone down, got my issue with the landline sorted and relaxed.

I forgot about the whole thing till I was cleaning out my phone data (coincidentally, the same day the mobile bill was delivered) and heard the conversation. I called up and asked why the call had been charged when I was told it would not be, to which the response was "Very sorry for the inconvenience sir. We'll probably have it reversed in the next bill, but we'll get back to you on this." I asked for a docket number, got it, noted it against the name of the person I was speaking with and put the phone down.

A couple of days later (today) I got a call from them saying "since you've already paid the bill, the amount will be credited to your account in the next bill. We're very sorry for the inconvenience."

Today's DEFINITELY my day!

2 comments:

Sumeet said...

I've never really been particular about recording the conversation (although I do ask for the Name of the operator).
I had major trouble with my phone operator (Hutch) who offered to activate free roaming on my phone, and later put it up in the bill. Although I did get the matter sorted-out by calling up their relationship-managers etc, however perhaps recording the conversation
would have helped as well.

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